Membership content

In an environment where the stakes for maintaining and expanding business relationships are higher than ever, being proactive and focused on ROI is essential....

Discover a collection of 11 best practices and strategies to enhance the synergy between sales and customer success, ensuring you deliver exceptional value right from the first interaction....

Scaling customer success requires understanding scale, forming partnerships, aligning metrics, implementing technology, building an agile team, achieving quick wins, defining strategy, and engaging customers, says Doug Norton, Head of Scaled Customer Success at Bill....

Discovering the incredible capabilities of generative AI in customer success can be an exciting, if not, challenging journey. And when it comes to its application in SaaS businesses, AI thoroughly redefines how we engage, understand, and deliver value to our customers....

Suyog Gandhi, Director of Customer Success at Salesforce, unravels strategies and approaches for personalization....

A multifaceted strategy is about creating a web of connections that not only supports but also strengthens the customer journey. Christina's tenure at LinkedIn has taught her the irreplaceable value of building robust relationships with various stakeholders....

Our goal is not just to ensure that customers are using our product but to help them achieve a significant, positive impact on their business. It's about guiding them from realizing immediate value to experiencing transformative impact....

Aligning business-wide initiatives and driving frictionless renewals are key goals for any customer success leader in a business that follows a recurring revenue model. In this article, we'll explore how to leverage customer success operations (CS Ops) to achieve organization-wide alignment....

When it comes to discussing customer success (CS), especially in the realm of SaaS, the concepts of "high touch" and "scale" rarely coincide in the same sentence. Until now. A conversation around these two seemingly distinct topics is desperately needed....

Empathy is a critical skill. By putting ourselves in the shoes of our customers, customer success managers can better understand frustrations or roadblocks customers may be facing....

In a world increasingly steered by digital momentum, understanding customer success through a digital lens is both a necessity and an opportunity. While automation and AI are rapidly reshaping the landscape, they only form part of the story....

Customer success isn't just a metric; it's an ethos that guides transformative interactions and leaves lasting imprints on our clients. In SaaS, it's the genuine, creative, and strategic engagement with clients that distinguishes a brand....

Client success is at the heart of any thriving business. It cultivates lasting relationships and fosters trust and loyalty with customers engaging with your products or services....

Mergers and acquisitions (M&A) can be a challenging time for any business, filled with uncertainty, complexity, and high-stakes decision-making. In this article, I’m going to delve into the complexities, challenges, and strategies that can make or break success in the world of M&A....

The technology investment landscape is changing. There’s a shift from an intense growth-focused climate, marked by a fear of missing out, to the current state of heightened scrutiny and accountability, FOMU – fear of messing up....